Technical Support Specialist

3-4+ years of technical support experience, ideally within a software/SaaS environment.

Solid understanding of tech fundamentals & modern day tools (Slack, Chrome, Coda, etc.)

A basic understanding of APIs and webhooks, navigating developer documentation to know what is and isn’t possible with Intercom’s REST API.

Strong customer focus (excels at & enjoys helping customers)

Strong communication skills (ability to question, clarify, empathize, use appropriate tone & language, personable)

Strong problem solving skills (ability to think critically and learn on-the-fly)

Ability to troubleshoot and utilize resources to answer questions on baseline topics

Ability to take on & action feedback, as well as deliver feedback consistently and at a high quality to peers, managers and cross-functional partners.

Excitement for a support environment that has fully embraced AI solutions as the next step towards providing world-class customer support.

Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.

Experience using Intercom, or similar SaaS platforms.

Experience as Tier 2 or similar level of support.

Experience in coaching & mentoring teammates.

Experience in helping customers make the most of their current subscriptions.

Experience in using AI tools (Glean, ChatGPT, Gemini etc.) to troubleshoot customer issues.

You’ll Thrive Here If You:

Are passionate about leveraging AI to enhance support experiences and drive team performance.

See support as an exciting opportunity to solve daily customer related puzzles.

Like finding ways to work smarter, not just harder.

Are hungry to learn, iterate, and help build something great.

Are excited by ownership, accountability and feedback—you don’t just do the work, you shape how it’s done, and are ok with sharing both constructive feedback & kudos about it.

#LI-Hybrid

At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements. Learn more about working at Fin and the benefits we offer at fin.ai/careers.

Policies

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.